Hi Team Hubspot,
Hubspots native tickting tool is fantastic but but I am not able to do the following:
There is no service level management attached to the ticket system, which leads to:
1. There is no deadline control for the processing of tickets
2. There is no automatic escalation when time expires
3. Tickets cannot be split if different items
4. Old tickets of six months are reopened when a customer replies to the old email (six months ago instead of generating a new ticket)
Can you please assist with finding an integration that solves for all these roadblocks?
Thank you for looking into this.
This might help in your research but WE ARE LOOKING for an integration that can solve all the issues mentioned above.
- Zendesk: Has SLA policies that allow us to determine the amount of time required to respond to a ticket. Splitting tickets seems to be possible using a 3rd party app. There is also a function to open a follow-up ticket for a closed ticket.
- Freshdesk: Also has SLA policies and the ability to split tickets natively. There is also a webhook method to ensure a new ticket is created when a customer replies to a closed ticket.
- Jira: Has SLA policies, ability to split tickets. We can also define the amount of time for which a ticket can be reopened.